Frontier Communications Corp.

Frontier has investigated the above statements and offers the following response: Frontier has reviewed Mr***’s account and it was written off on January 13, to be managed by Credit Collection Services - contact information is ###-###-####. Frontier has offered to reduce the
billing amount from $to $19.98. The $represents two broadband fees each $that is charged to customers upon new service, service change, reconnections and disconnections. These $charges were posted on the October 25, and November 25, billing statements. Frontier has notified Credit Collection Services of the billing reduction.Once the account has been paid in full and closed out, Credit Collection Services will mail a confirmation letter to the mailing address on file. Mr*** should expect to receive this letter within business daysThe representative handling this complaint will be monitoring Mr***’s account and follwith him in approximately two weeksThe representative has provided her contact information should Mr*** need further assistance. We regret any inconvenience that *** ***-*** may have experienced as a result of the above matter

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him bringing this matter to our attention
The Complaint states that:
• Mr*** is stating that he placed an order for new service and no one arrived or called for the installation
• Mr***
says that he was advised that his order was on hold however he had paid a back balance and deposit that totaled $He says a supervisor stated that he may have to wait more days for the installation
• Mr*** is requesting service installation and compensation
Frontier has investigated the above statements and offers the following response:
• Frontier records show that Mr***’s request for new service had a scheduled due date of 11/8/however due to agent error it was not released to dispatch and the appointment was missed without contact
• Review of the service order history confirms Mr*** paid the deposit and back balance on the same day he placed the orderAfter the order passed the original due date it had to be rescheduled for the next available date which was 11/14/
• Mr***’s service was successfully installed on 11/14/and a $one-time courtesy credit was applied to his first billing statement
We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr*** has experienced as a result of the above matter

Thank you for referring the complaint of Annie *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises that she ordered a Frontier TV and internet package that included megabits per second speed and *** integration, and that after the services were installed, she found out that *** was not included with her package. She also advises that her internet speed has not been running close to the megabits per second speed Ms*** advises that she was told by Frontier that she would have to upgrade her package in order to get a free *** subscription and faster internet speed Frontier has investigated the above statements and offers the following response: Frontier advises that the TV equipment that comes with the package that Ms*** ordered allows for *** access but does not include a free *** subscription. Frontier also advises that Ms*** can get a free *** subscription by upgrading to the enhanced cable boxes, known as Quantum TV, for an additional $per month.Frontier advises that internet speed that Ms*** subscribes to allows for speeds as fast as megabits per second, but actual speeds can vary over time. Frontier also advises that the actual speed of the internet service can depend on a number of factors, such as the number of devices connected to the internet at one time, customer equipment, WiFi network interference, and network congestionFrontier spoke with Ms*** on September 6, and advised her of the above statements We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms*** has experienced as a result of the above matter

Thank you for referring the complaint of Ms*** to our office for reviewWe appreciate Ms*** bringing this matter to our attention The Complaint states that: Ms*** advises internet is slowFrontier has investigated the above statements and offers the following
response: Frontier spoke to Ms*** on November 14, and Frontier advises that Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over timeFrontier reviewed repair ticket and no issues were foundIf Ms*** continues to experience service issues, she may contact the Internet Help Desk at ###-###-#### or Frontier Repair at ###-###-#### for assistance. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms*** has experienced as a result of the above matterTell us why here

Frontier has investigated the above statements and offers the following response: Frontier advises the corrected price ($44.99) with the applied promotion will appear on the next statement dated November 1, 2016.Frontier again advises all manual credits ($26.65) for the billing have already been applied to the accountNo additional credit are due We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** *** may have experienced as a result of the above matter

The September 1st bill does reflect the correct rate of $per month and a total of $in credits have been issued to the accountThe account should only have been credited $which covered the $install fee, late fees + tax @ $and $in credit for the monthly rate
reflecting at $instead of $The first bill included service from 5/4/through 6/30/so was higher than a regular monthly billThis is standard on the first bill only and we apologize if this proration was not explained properly to the customerSince Frontier has now erred in favor of the customer in the amount of $27.97, we will not debit back any credits

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Ms*** disconnected her Frontier services on June 5, 2017, that included her
phone numberMs*** would like to be able to keep her phone number she has had for yearsFrontier has investigated the above statements and offers the following response: Frontier advises in order for Ms*** to be able to keep her phone line her new provider would need to submit a request to transfer while the line is active.Frontier reconnected Ms***’s phone line as of June 16, 2017.Frontier spoke with Ms*** on June 21, to confirm line is active and she would need to contact her new provider to have them submit transfer requestFrontier advises Ms***’s new provider has submitted the transfer request as of June 22, Ms*** is aware it would take up to days and once that is complete it will disconnect her line with FrontierWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** has experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: Frontier advises that internet service speeds are based upon many, including network congestion, customer location, customer equipment, and Wi Fi network interference.Frontier advises that customer is subscribed to
speeds as fast as 6Mbps.Frontier has tested the access line and has found that internet speeds are within an acceptable range.Frontier has spoken to the customer ensured satisfaction, and provided contact information noted below. We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr*** may have experienced as a result of the above matter

Frontier has reviewed this complaint and found an initial repair report placed on 9/23/16, cleared on 9/as a field equipment issue. O 9/I contacted Ms*** and she advised the Internet service was still out. We placed a new repair and on 9/a Frontier tech advised the
customer's modem was unpluggedOnce this was taken care of, the service worked fine. We have issued credit of $for the customer's time out of service

Customer Name: *** *** Phone: ###-###-####
Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms*** has had problems with her Internet service going out of service frequently.Ms*** is not pleased with Frontier’s response time Frontier has investigated the above statements and offers the following response: A Frontier Representative spoke with Ms*** on December 22, and her Internet was working. Frontier has provided a contact to Ms*** for any future concernsFrontier has issued a one month credit of $towards the account for the frustration Ms*** has experienced Frontier continues to work toward a resolution that will improve Ms***’s Internet Service We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** has experienced as a result of the above matter

Frontier CommunicationsThank you for referring the
complaint of *** *** to our office for reviewWe appreciate you
bringing this matter to our attention.The Complaint states that: Mrs*** states that Frontier Communications is fraudulently billing charges that were not authorized on
her account.Mrs*** stated she was charged for upgrading her internet speed and was advised this was a free upgradeMrs*** states that she has requested the notes from her account to be sent to her and was advised that they do notFrontier has investigated the above
statements and offers the following response:Frontier records reflect Mrs*** has been billed for the Frontier Secure plan since October which we provided Mrs*** a monthly stating reflecting the chargesPer Frontier records customer was advised of the service that would be included in her monthly priceFrontier records reflect Mrs*** agreed to upgrade her bundle package as of December 2, However we did confirm that Mrs*** was missing some promotional discounts on her bill.Frontier has since corrected this error and have issued credit to Mrs***’s account in the amount of $165.66.Frontier does not provide proprietary information to customersFrontier representative have left messages for Mrs*** explaining our outcome and findingsWe trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mrs***
has experienced as a result of the above matter.Frontier Specialist: Tocoma
K. Department:
General Manager

Frontier has investigated the complaint and found the installation was delayed for over months. By the time Frontier completed the work on August 30, 2016, Ms*** has moved from the premises. We have issued credit for the charges that had been billed (phone, Internet
and installation fees) and reduced the bill to a $balance. On November 8th Frontier left a detailed message advising Ms*** of our findings and apologizing for her inconvenience

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** states his In-Law’s service is out of service for over a week, and would like service restored
in a timely manner Frontier has investigated the above statements and offers the following response: Frontier has spoken with *** *** on June 16, 2017, and has confirmed Frontier has repaired the serviceFrontier advises that it has made the appropriate time out of service adjustment and there is a credit on the account which will be applied to the next billing statement We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** has experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response:
• Prior to receipt of the complaint order number *** was submitted to disconnect service effective November 18, as Mr*** requested, however; the order did not provision until December 5, after
the November billing statementIt will take 1-billing cycles for the credit to reflect on the billing statement
• A Frontier Representative reached the customer on December 12, and provided the above information
We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr*** has experienced as a result of the above matter

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention. The Complaint states that: Mr*** advises he was overbilled by Frontier for his services and has not been able to reach a resolution
Frontier has investigated the above statements and offers the following response: Frontier advises the overbilling was a result of a promotional error on the accountFrontier advises credits totaling $have been applied to Mr***’s account to correct the billingFrontier advises Mr***’s account has been disconnected as of December 22, and has been back dated to November 30, Frontier advises Mr***’s final bill will print on December 28, with his final balanceA Frontier representative will follow up to ensure the bill is accurate We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** *** may have experienced as a result of the above matter

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attention.The Complaint states that:She has been charged for long distance calls on her Frontier bill dated January Also, Ms*** was billed for
late charges due to her subtracting the long distance chargesThe charge will appear on the bill as unpaid charges, until they are fully removedTherefore, late charges are assessedFrontier has investigated the above statements and offers the following response:The long distance charges in the amount of $were removed. We also credited the late charges in the amount of $25.00. A total of $was credited on Ms***’s billI have left several messages for Ms*** to contact me and go over this information. I didn’t receive any contact from her. I am closing out this complaint and sending a letter to Ms*** which will include my contact information. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms*** has experienced as a result of the above matter

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: *** *** states the cost of services he was advised of by Frontier was not the amount he received on the combined
bill with Dish and Frontier services Frontier has investigated the above statements and offers the following response: Frontier advised that frontier has spoken with *** *** on December 12, Frontier advises that *** *** was unable to secure the account, and Frontier is unable to assist *** *** without securing the account.Frontier advised *** *** if he finds a bill or receives another billing statement from Frontier it will have the information he needs to secure the account, in which Frontier can assist *** Faux We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** has experienced as a result of the above matter

Frontier Communications Thank you for referring the complaint of *** *** to our office for
reviewWe appreciate Ms*** bringing this matter to our attention. The Complaint states that: Ms*** states that she does not agree with the Frontier bill she has received Frontier has investigated the above statements and offers the following response: Frontier has attempted to contact Ms*** on several occasions, each time leaving her messages with our contact informationFrontier sent a call me letter today to Ms*** We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms*** may have experienced as a result of the above matter. Frontier Specialist: Tami L** Department: Customer Relations

Frontier has investigated the above statements and offers the following response: Frontier has contacted Mr*** unfortunately, he has decided to leave Frontier. The Port Out Disconnect order number is ***.The agent handling this complaint will folland monitor Mr***’s
account for equipment return and final billing to ensure proper account closure. The agent handling this complaint has provided her contact information We regret any inconvenience that *** *** may have experienced as a result of the above matter

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention. The Complaint states that: Mr*** advises that he cancelled his business Internet and telephone on December 9, 2016, but he is still
being charged for serviceMr*** has attempted on several occasions to have Frontier resolve the issue but they have not. Frontier has investigated the above statements and offers the following response: Frontier reports that they received a port out order from another carrier on December 9, to port his number to themThe order was due dated for December 9, 2017.Frontier states that there was an error on the order and it was resolved on February 2, The final bill will come out on February 25, and will issue a credit back to the disconnect date of December 9, 2017.Mr*** will see credits on his final bill on February 25, back to December 9, We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr*** has experienced as a result of the above matter